Frequently Asked Questions...
Q: Is there a minimum order value?
A: For direct card payments there is no minimum order amount. If you wish to pay by PayPal there is a £5 minimum order amount (including postage if applicable) due to PayPal transactional fees. If your total order value (including postage where applicable) falls under the £5 limit, PayPal will not appear as an available method of payment. In this instance please pay using a debit or credit card directly or increase your basket value to £5 or more to use PayPal.
Please note that due to card processing fees, basket values of £1 and under for click and collect will incur an additional £1 surcharge.
Q: I've ordered an item that is currently out of stock, which is now on back order. What happens next?
A: If you place an order for an item that is currently out of stock, we will place this item on order from our suppliers and dispatch your entire order once the back ordered item or items have been received. Typically it takes a couple of days to receive back ordered items in, dependent on supplier availability/performance. You should allow an additional 3-5 days on top of normal delivery times if your order contains a back ordered item. We won't dispatch anything else on your order until the back ordered item arrives in to complete your order. If there looks to be a significant delay in receiving your back ordered item from our suppliers then we will contact you and ask how you would like to proceed. If the item you wish to order is showing as a back ordered item, you can check with us on lead times to get this in before placing an order by phoning (01275) 875002 (Mon-Sat 9am-5pm) or by emailing firstname.lastname@example.org
Q: The item I wish to order has different colour variations, can I select a specific colour when ordering?
A: For many of our items that have colour variations, you can chose the colour you prefer by selecting the relevant colour option on the product page before adding the item to your basket. However in some instances where the product has a colour variation it is not possible to manually select a colour option. This is due to such products all being stock controlled on 1 item number, covering all colour variations of the same product. For these products as standard a random colour will be picked and sent if unspecified. You may request a specific colour if you so wish, and to do this you will need to add a note in the "Order Comments/Special Instructions" box which appears at the checkout once you have filled out your delivery address and billing address details, right before payment (see below):
Q: How do I return an unwanted or faulty/damaged item?
A: Before starting a return, please read our refund policy which can be found by clicking here
You can return items purchased online in the following ways (please ensure you have read and understood our returns policy first).
1. Return in store. You can return your goods to us in store at either the Somerton or Clevedon Branches. You must ensure you bring with you your original invoice detailing your purchase. We will be unable to process your return without the original invoice to reference.
2. Return via post. To return your goods via post you must first email us at email@example.com to inform us of your return. We will then email you a returns note to place inside the package you return to us. Once we have received your return and checked it, we will refund the original transaction amount. Please note: It is your responsibility to ensure that goods are returned to us in an undamaged condition, and we do not accept liability for goods you return that are lost in transit. When posting returns back to us we recommend you use a postal or courier service which includes either tracking or a signature at our end. As per our terms and conditions we will only refund postal charges you incur for goods that are returned as being faulty, and only if we are satisfied that the product fault is genuine. In order to obtain a refund on postal charges for faulty product returns you will need to provide proof of postage cost which we will ask you for once the goods are received back to us.
For all questions or queries relating to returns, please email firstname.lastname@example.org or use our live chat function.
Q: Can you post items internationally?
A: Indeed we can. We now have the facility to ship to nearly all worlwide destinations. Most postal destinations outside the UK have economy and priority options depending on how quick you wish to receive your products. If, for reasons outside our control, we are unable to ship to your chosen destination we will inform you as soon as possible and discuss alternative arrangements.
Note: Some products cannot be shipped outside of the UK due to courier restrictions. These include all aerosol and compressed gas products. All products that have delivery restrictions to the UK mainland are stipulated on the product page. In the event this is not the case and a purchased product cannot be shipped to your chosen location due to restrictions, we will either exchange the product with an alternative of your choice or offer you a refund.
We strongly recommend viewing our terms and conditions of international postage before placing an order. These can be viewed here. Alternatively please email your query to email@example.com and we will respond to you within 48 Hours.
Q: Can I view product pricing in my own countries currency?
A: Absolutely! We have a range of available currencies for you to choose from, and as standard our website will default the currency shown to match the country you are viewing our website from. To change the currency, select the currency drop down menu which is shown at the top right of the screen if viewing on desktop, or the top centre of the screen if viewing on mobile.
Note: Currencies from all destinations outside of the UK will display the price excluding UK VAT as VAT is non-chargeable on goods exported to locations outside the UK. This includes the EU, Europe and International countries.